Although the Pilot will operate as normal, the following restrictions will apply until further notice:

PRS applications will be processed. However, due to current Government COVID-19 restrictions, Service personnel will be informed that they should not take any further action (such as applying for PRS payments/deposits) until the FAM Cell notify them to do so.

Once the COVID-19 government restrictions are lifted, Service personnel who had to be allocated SFA during this period but would have chosen the PRS option in normal circumstances, will have that choice to move mid-tour (at MOD expense subject to policy) should they choose to do so.

Face-to-face customer service centres
As precautionary measure, Amey has also closed its face-to-face local customer service centres, but local centre staff remain available remotely to support issue resolution.

UPDATE 05 MAY: Compensation for missed appointments

DIO Accommodation is currently encountering delays in processing compensation claims for missed appointments and failed move-ins. This is due to a reduction in staffing because of the COVID-19 situation. Therefore, please be aware that the issuing of vouchers to successful claimants will take longer than usual.

In addition, the Compensation Team has been made aware that some families have encountered problems when trying to redeem vouchers. If a family is unable to redeem their voucher they should email the DIO Compensation Team – DIORDAccn-CompTeam@mod.gov.uk – who will investigate and, where necessary, reissue the voucher. In the event this does not resolve the problem, the DIO Compensation Team will work with the provider to reach a satisfactory resolution for those families affected.

06 DIO - Updated 20 May

I’ve made a Stage 3 complaint recently but not heard anything?Due to current movement restrictions, the MOD Accommodation team are unable to retrieve any Stage 3 housing complaint letters, which may have been sent through.

They will be unable to access any letters that have been sent in the last month. If possible, families are asked to resend their complaint via email. If not, these will be addressed when they return to working from the office.